Genesys Cloud
Custom prompts in advanced summary configurations

In a future release, Genesys Cloud will add the ability for administrators to create custom prompts in advanced summary configurations within Agent Copilot. This feature allows administrators to define custom text to guide how Agent Copilot summarizes interactions between agents and customers. Administrators can tailor the tone, length, and focus of summaries to fit specific business needs. They can also test prompts against sample or pasted transcripts before publishing to confirm that the generated summaries align with organizational requirements. Previously, administrators could adjust summary behavior only through preset customization options. This new capability helps improve clarity, structure, and relevance in automated summaries while giving organizations more control over how information is captured and presented.